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Analysis of problems faced by customers during use of mobile banking

  • Unique Paper ID: 175259
  • Volume: 11
  • Issue: 11
  • PageNo: 2000-2007
  • Abstract:
  • Mobile banking has rapidly emerged as a dominant force in the financial sector, offering customers convenience and accessibility. However, several challenges, including cybersecurity threats, digital illiteracy, technical issues, and customer distrust, hinder its widespread adoption. This study explores the problems faced by customers while using mobile banking services in India, based on primary data collected from 386 respondents and secondary research. Our findings indicate that security concerns (59.6%) and technical barriers (48.2%) are major challenges, while customer satisfaction remains high at 69%. Additionally, 20% of users consider switching banks due to mobile banking inefficiencies. The study emphasizes the need for improved cybersecurity measures, user-friendly interfaces, and financial literacy programs to enhance the mobile banking experience.
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  • ISSN: 2349-6002
  • Volume: 11
  • Issue: 11
  • PageNo: 2000-2007

Analysis of problems faced by customers during use of mobile banking

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